Personalizing error messages based on user behavior

ABSTRACT

An approach is provided for personalizing an error message for a user. Corrective actions performed by the user are monitored. The corrective actions cause a resolution of an instance of a problem within a computer system. Based on the monitored corrective actions, sources of information accessed by the user to resolve the instance of the problem are determined. After resolution of the instance of the problem, another instance of the same problem is detected. In response to detecting the other instance of the problem, the error message is augmented with a summary of the sources of information and/or hyperlinks that access the sources of information. The augmented error message is presented to the user.

This application is a continuation application claiming priority to Ser.No. 14/154,605 filed Jan. 14, 2014.

TECHNICAL FIELD

The present invention relates to a data processing method and system formanaging user interface messages, and more particularly to a techniquefor personalizing error messages.

BACKGROUND

An end user viewing an error message finds it difficult to determine theproblem indicated by the message or the action to take when encounteringan exceptional situation while operating a computer system orapplication. To determine the action to take when an error occurs, theend user may utilize error codes, user manuals, a search ofdocumentation or the Internet to determine the root cause of the error,troubleshooting suggestions, and “fix this problem” graphical userinterface buttons. Known customization of error messages includesinternationalization of the messages. Error messages areinternationalized by generating a hashmap or database table that indexesthe error message to be displayed with an error key. A different errormessage is provided for each language. Based on the user's languagepreference, the message in that language is displayed. These known errormessage customization techniques are limited to internationalization andtherefore fail to account for other relevant differences in userattributes that affect how easily users can determine a cause of aproblem or the action to take in response to an error message.

BRIEF SUMMARY

In a first embodiment, the present invention provides a methodpersonalizing an error message for a user. The method includes acomputer monitoring one or more corrective actions performed by theuser. The one or more corrective actions cause an instance of a problemwithin the computer to be resolved. The method further includes, basedon the monitored one or more corrective actions performed by the user,the computer determining one or more sources of information accessed bythe user to resolve the instance of the problem. The method furtherincludes, subsequent to the instance of the problem being resolved, thecomputer detecting another instance of the problem. The method furtherincludes, in response to the step of detecting the other instance of theproblem, the computer augmenting the error message with a summary of theone or more sources of information, one or more hyperlinks that accessthe one or more sources of information, or a combination of the summaryof the one or more sources of information and the one or morehyperlinks. The method further includes the computer presenting theaugmented error message to the user.

In a second embodiment, the present invention provides a centralprocessing unit (CPU); a memory coupled to the CPU; and acomputer-readable, tangible storage device coupled to the CPU. Thestorage device includes instructions that are executed by the CPU viathe memory to implement a method of personalizing an error message for auser. The method includes the computer system monitoring one or morecorrective actions performed by the user. The one or more correctiveactions cause an instance of a problem within the computer system to beresolved. The method further includes, based on the monitored one ormore corrective actions performed by the user, the computer systemdetermining one or more sources of information accessed by the user toresolve the instance of the problem. The method further includes,subsequent to the instance of the problem being resolved, the computersystem detecting another instance of the problem. The method furtherincludes, in response to the step of detecting the other instance of theproblem, the computer system augmenting the error message with a summaryof the one or more sources of information, one or more hyperlinks thataccess the one or more sources of information, or a combination of thesummary of the one or more sources of information and the one or morehyperlinks. The method further includes the computer system presentingthe augmented error message to the user.

In a third embodiment, the present invention provides a computer programproduct including a computer-readable, tangible storage device and acomputer-readable program code stored in the computer-readable, tangiblestorage device. The computer-readable program code includes instructionsthat are executed by a central processing unit (CPU) of a computersystem to implement a method of personalizing an error message for auser. The method includes the computer system monitoring one or morecorrective actions performed by the user. The one or more correctiveactions cause an instance of a problem within the computer system to beresolved. The method further includes, based on the monitored one ormore corrective actions performed by the user, the computer systemdetermining one or more sources of information accessed by the user toresolve the instance of the problem. The method further includes,subsequent to the instance of the problem being resolved, the computersystem detecting another instance of the problem. The method furtherincludes, in response to the step of detecting the other instance of theproblem, the computer system augmenting the error message with a summaryof the one or more sources of information, one or more hyperlinks thataccess the one or more sources of information, or a combination of thesummary of the one or more sources of information and the one or morehyperlinks. The method further includes the computer system presentingthe augmented error message to the user.

Embodiments of the present invention present error messages that includeinformation relevant to a particular end user, based on the end user'spast behavior and/or based on the end user's learning style. The errormessages provide a mechanism to reinforce key concept(s) behind the taskthat the end user is trying to accomplish in a format that is bestsuited to the end user's learning style.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of a system for personalizing error messages,in accordance with embodiments of the present invention.

FIGS. 2A-2B depict a flowchart of a process of personalizing an errormessage for a user based on a learning style of the user, where theprocess is implemented in the system of FIG. 1, in accordance withembodiments of the present invention.

FIG. 3 is a flowchart of a process of personalizing an error message fora user based on previous behavior of the user, where the process isimplemented in the system of FIG. 1, in accordance with embodiments ofthe present invention.

FIG. 4 is an exemplary model of a user's learning style used in theprocess of FIGS. 2A-2B, in accordance with embodiments of the presentinvention.

FIGS. 5A, 5B and 5C are exemplary personalized error messages generatedby the system of FIG. 1, in accordance with embodiments of the presentinvention.

FIG. 6 is a block diagram of a computer that is included in the systemof FIG. 1 and that implements at least one of the processes of FIGS.2A-2B and FIG. 3, in accordance with embodiments of the presentinvention.

DETAILED DESCRIPTION Overview

Embodiments of the present invention provide users with personalizederror messages based on the learning styles of the users, the level ofknowledge of the users, and/or historical user behavior such as previouscorrective actions taken by the users. The personalization of errormessages may also be based on information stored in user profiles. Anerror message personalized for a particular user may include apredetermined system error message augmented with (1) content that iscompatible with a user's learning style, (2) content that takes intoaccount a user's existing skill level, and/or (3) content thatsummarizes and/or links to corrective actions that were commonly takenor responses that were commonly provided by the user to resolve theerror condition indicated by the error message.

As used herein, a learning style is defined as a person's natural orhabitual pattern of acquiring and processing information in learningsituations.

System for Personalizing Error Messages

FIG. 1 is a block diagram of a system for personalizing error messages,in accordance with embodiments of the present invention. A system 100includes a computer 102, which executes a software-based error messagepersonalization program 104 and a software application 106, whichaccesses a help subsystem (not shown) integrated with softwareapplication 106. The help subsystem includes help content 108 that canbe accessed and viewed by a user of computer 102, and that providesguided assistance to help a user interact with software application 106or computer 102. Computer 102 also executes software-based errordetection tool 110, which detects error conditions that indicateproblems with software application 106 or computer 102. In response todetecting an error condition, error detection tool 110 accessespredetermined error messages 112 in a database or other data repository(not shown) to select one of the error messages 112 that describes thedetected error condition.

A user access 114 of help content 108 provides the user with guidedassistance with software application 106 or computer 102. Error messagepersonalization program 104 monitors users' usage of help content 108 toobtain the aforementioned guided assistance. Error messagepersonalization program 104 monitors user behavior 118 of users ofcomputer 102, including the online information sources accessed by usersvia computer 102 or via the Internet (not shown) to resolve errorconditions detected by error detection tool 110. Using the monitoredusage of help content 108, error message personalization program 104determines learning styles 116 of the users of computer 102.

Based on a learning style 116 of a particular user of computer 102 andthe user behavior 118 of the particular user, error messagepersonalization program 104 generates a personalized error message 120for the user (i.e., an error message 120 that is compatible with theparticular user's learning style and that summarizes previous userbehavior that had been used to solve the error condition specified bythe error message 120).

As one alternative embodiment, error message personalization program 104determines learning styles 116 but not user behavior 118, and generatespersonalized error message 120 that is compatible with the user'slearning style 116.

As another alternative embodiment, error message personalization program104 determines user behavior 118 but not learning styles 116, andgenerates personalized error message 120 so that the message includes(1) a summary of user behavior 118 that had been used previously tosolve the error condition specified by error message 120 and/or (2)hyperlink(s) to perform actions included in user behavior 118.

The functionality of the components of FIG. 1 is described in moredetail in the discussion presented below relative to FIGS. 2A-2B andFIG. 3.

Process for Personalizing Error Messages Based on Learning Styles

FIGS. 2A-2B depict a flowchart of a process of personalizing an errormessage for a user based on a learning style of the user, where theprocess is implemented in the system of FIG. 1, in accordance withembodiments of the present invention. The process of personalizing anerror message based on a user's learning style starts at step 200. Instep 201, error message personalization program 104 (see FIG. 1)modifies a help system that is supplied and/or is integrated withsoftware application 106 (see FIG. 1) or with an operating systemrunning on computer 102 (see FIG. 1). The modification to the helpsystem provides error message personalization program 104 (see FIG. 1)with a capability to monitor user interactions with the help system, sothat error personalization program 104 (see FIG. 1) can track and recordthe content 108 (see FIG. 1) of the help system that a user isinteracting with and the types of interactions with the help system thatthe user is employing. The modified help system includes various typesof help content 108 (see FIG. 1) and provides various types ofinteraction with the help content 108 (see FIG. 1), where each type ofhelp content and each type of interaction is compatible with one or morerespective learning styles. When using the help system, each user'sselection of the type of help content 108 (see FIG. 1) and the type ofinteraction provided with the selected type of help content indicatesthe user's learning style. For example, program 104 (see FIG. 1)modifies the help system so that help content 108 (see FIG. 1) includestext and a figure to explain each error condition. By including bothtext and a figure, help content 108 (see FIG. 1) in the modified helpsystem includes content that is compatible with a user who has alearning style that prefers visual input and other content that iscompatible with a user who has a learning style that prefers verbalinput.

In step 202, error detection tool 110 (see FIG. 1) detects one or moreerror conditions associated with the operation of software application106 (see FIG. 1) or computer 102 (see FIG. 1). After step 202 and priorto step 204, error message personalization program 104 (see FIG. 1)receives the detected error condition(s) from error detection tool 110(see FIG. 1).

In step 204, error message personalization program 104 (see FIG. 1)monitors (1) help content 108 (see FIG. 1) with which a user isinteracting, and (2) type(s) of interaction the user has with helpcontent 108 (see FIG. 1) to resolve the error condition(s) detected instep 202.

In step 206, error message personalization program 104 (see FIG. 1)determines attributes of the help content 108 (see FIG. 1) that ismonitored in step 204. In one embodiment, the attributes determined instep 206 include one or more of the following items: learning format,learning type, interactivity level, interactivity type, and semanticdensity that is utilized, preferred or required by a user to learn aboutthe error condition(s) detected in step 204 and the actions to resolvethe error condition(s).

Learning format is the format of help content 108 (see FIG. 1) that theuser utilizes to learn about the error condition(s) and actions toresolve the error condition(s). Examples of learning format includetext, image, audio, video, and application.

Learning type is the type of help content 108 (see FIG. 1) that the userutilizes to learn about the aforementioned error condition(s) andactions. Examples of learning type include a learning exercise,simulation, questionnaire, figure, index, table of information,narrative text, exam, and lecture.

Interactivity level is an indicator of the amount of interactivityprovided by the help content 108 (see FIG. 1) that the user utilizes tolearn about the aforementioned error condition(s) and actions. Examplesof interactivity level include very low, low, medium, high and veryhigh, where very low indicates no interactivity options, low indicateshelp documentation or web links with 100% relevance, medium indicateshelp documentation or web links with at least 75% relevance, highindicates continuous movement or response based on feedback, and veryhigh indicates a requirement for simulation or game-based learning.

Interactivity type is a type of interactivity provided by the helpcontent 108 (see FIG. 1) that the user utilizes to learn about theaforementioned error condition(s) and actions. Examples of interactivitytype include active, expositive, and mixed (i.e., a mixture of activeand expositive).

Semantic density is an indication of the number of instances of aparticular learning type that is preferred by the user to learn aboutthe aforementioned error condition(s) and actions. Examples of semanticdensity include very low, low, medium, high and very high.

In step 208, based on the help content 108 (see FIG. 1) and type(s) ofinteraction monitored in step 204 and based on the attributes determinedin step 206, error message personalization program 104 (see FIG. 1)builds a model of the user's learning style 116 (see FIG. 1). Forexample, the model built in step 208 is a Bayesian network. See FIG. 4and the discussion of FIG. 4 presented below for an example of a modelbuilt as a Bayesian network.

In step 209, based on the model built in step 208, error messagepersonalization program 104 (see FIG. 1) determines the learning style116 (see FIG. 1) of the user. In one embodiment, error messagepersonalization program 104 (see FIG. 1) models the help content 108(see FIG. 1) and the type(s) of interaction monitored in step 204, andthe attributes determined in step 206 by using a Bayesian network. Errormessage personalization program 104 (see FIG. 1) uses the Bayesiannetwork-based model to deduce the learning style 116 (see FIG. 1) of theuser. For example, error message personalization program 104 (seeFIG. 1) deduces the learning style 116 (see FIG. 1) of the user based onthe type of interaction the user has with the help system.

For example, in step 209, error message personalization program 104 (seeFIG. 1) determines a first user's learning style based on the modelbuilt in step 208 indicating a preference for learning about an errorcondition by watching a video tutorial. As another example, in step 209,error message personalization program 104 (see FIG. 1) determines asecond user's learning style based on the model built in step 208indicating a preference for learning about an error condition by beingable to select hyperlinks that describe the details of a step-by-stepprocess of resolving the error specified by the error condition.

In step 210 in FIG. 2B, after determining the learning style 116 (seeFIG. 1) of the user, error detection tool 110 (see FIG. 1) detects anerror condition that indicates an error in the operation of softwareapplication 106 (see FIG. 1) or computer 102 (see FIG. 1) and retrievesa predetermined error message 112 (see FIG. 1) from a data repository,where the retrieved error message describes the detected errorcondition. After step 210 and prior to step 212, error messagepersonalization program 104 (see FIG. 1) receives the error conditionand the predetermined error message 112 (see FIG. 1) from errordetection tool 110 (see FIG. 1).

In step 212, error message personalization program 104 (see FIG. 1)augments the retrieved predetermined error message 112 (see FIG. 1) witha message (i.e., communication) to the user and/or a hyperlink that whenselected performs an action. The communication and action are compatiblewith the learning style determined in step 209 (see FIG. 2A). Thecommunication and action are configured to resolve the error conditiondetected in step 210. The augmented version of error message 112 (seeFIG. 1) is also referred to herein as personalized error message 120(see FIG. 1).

In step 214, error message personalization program 104 (see FIG. 1)presents personalized error message 120 (see FIG. 1) to the user (e.g.,initiates a display of personalized error message 120 (see FIG. 1) on ascreen that is viewed by the user).

After step 214 and prior to step 216, error message personalizationprogram 104 (see FIG. 1) receives an action selected by the user toresolve the error condition detected in step 210, where the selection ofthe action is based on the user viewing the personalized error message120 (see FIG. 1) presented in step 214. In step 216, error messagepersonalization program 104 (see FIG. 1) or another program executed bycomputer 102 (see FIG. 1) performs the selected action to resolve theerror specified by the error condition detected in step 210.

In step 218, the process of personalizing an error message based on auser's learning style ends.

As one example, error message personalization program 104 (see FIG. 1)monitors a user's repeated interaction with a “show me how?” feature ofa help system in step 204 (see FIG. 2A) and determines that a repeatedinteraction with the “show me how?” feature indicates the user requireshigh interactivity (i.e., an attribute of high interactivity isdetermined in step 206 in FIG. 2A). The user's learning style that isspecified by a preference for high interactivity is determined in step209 (see FIG. 2A). In this example, a subsequent augmented error messageresulting from step 212 (see FIG. 2B) includes an added feature forcommunicating an action to the resolve the error condition detected instep 210 (see FIG. 2B), where the added feature has high interactivity,which makes the augmented message compatible with the user's learningstyle.

In one embodiment, prior to step 214, error message personalizationprogram 104 (see FIG. 1) retrieves information from a user profile forthe user and further augments the predetermined error message withretrieved information from the user profile and/or based on theretrieved information. The user profile is stored in a data repositorysuch as a database. For example, error message personalization program104 (see FIG. 1) can retrieve the name of the user from the user profileand augment the predetermined error message by adding the user's namebefore or within the aforementioned personalized error message which isbased on the user's learning style. As another example, error messagepersonalization program 104 (see FIG. 1) can retrieve the age of theuser and determine a writing style to present textual instructions in apersonalized error message based on the age of the user. For instance,for User 1, who is a relatively young user, error messagepersonalization program 104 (see FIG. 1) generates a personalized errormessage in step 212 that has an instruction written in the style of atext message, which is not written according to the rules of standardEnglish grammar, spelling and punctuation. For User 2, who issignificantly older than User 1, error message personalization program104 (see FIG. 1) can generate a personalized error message in step 212that has instructions written according to the rules of standard Englishgrammar, spelling and punctuation.

In one embodiment, the process of FIGS. 2A-2B is performed multipletimes for different users, which results in different personalized errormessages being generated in step 212 for respective users. For example,in a first performance of the process of FIGS. 2A-2B, the monitoring instep 204 (see FIG. 2A) of the utilization of help content 108 (seeFIG. 1) by User 1 to resolve error conditions reveals that the learningstyle of User 1 is indicated by preferences for a single example thatfeatures an image including a figure with a high level of interactivitywhich has a mixture of active and expositive types of interactivity.Furthermore, in a second performance of the process of FIGS. 2A-2B, themonitoring in step 204 (see FIG. 2A) of the utilization of help contentby User 2 to resolve error conditions reveals that the learning style ofUser 2 is indicated by preferences for multiple text-based narrativesthat feature no interactivity. In this example, step 212 in the firstperformance of the process of FIGS. 2A-2B generates a personalized errormessage for User 1 that includes a hyperlink to a figure that includes ahigh level of interactivity, which is compatible with User l′s learningstyle. Moreover, step 212 in the second performance of the process ofFIGS. 2A-2B in this example generates a personalized error message forUser 2 that is different from the personalized error message for User 1,and which includes multiple hyperlinks to different text-based narrativeexplanations of the error condition.

Process for Personalizing Error Messages Based on User Behavior

FIG. 3 is a flowchart of a process of personalizing an error message fora user based on previous behavior of the user, where the process isimplemented in the system of FIG. 1, in accordance with embodiments ofthe present invention. The process of personalizing an error messagebased on user behavior starts at step 300. In step 302, error messagepersonalization program 104 (see FIG. 1) monitors behavior of a user,including one or more corrective actions taken by the user to resolvecorresponding instance(s) of single error condition that specifies anerror in the operation of software application 106 (see FIG. 1) orcomputer 102 (see FIG. 1). Error message personalization program 104(see FIG. 1) stores the monitored behavior in a data repository, whichincludes user behaviors 118 (see FIG. 1). In one embodiment, themonitored behavior of the user includes website(s) accessed by the user,online forum(s) visited by the user, and help manuals and otherdocumentation downloaded or viewed by the user.

In step 304, based on the corrective action(s) monitored in step 302,error message personalization program 104 (see FIG. 1) determinessource(s) of information utilized by the user to resolve the errorspecified by the error condition. The source(s) of information wereutilized by the user as a result of the corrective action(s) taken bythe user to resolve the error condition.

In step 306, after monitoring the behavior of the user including theprevious corrective action(s) taken by the user to resolve the errorspecified by the error condition, error detection tool 110 (see FIG. 1)detects another instance of the same error condition and retrieves apredetermined error message 112 (see FIG. 1) from a data repository.Error message personalization program 104 (see FIG. 1) receives fromerror detection tool 110 (see FIG. 1) an indication that the same errorcondition has been detected again and receives the retrieved errormessage 112 (see FIG. 1).

In step 308, error message personalization program 104 (see FIG. 1)augments the retrieved error message 112 (see FIG. 1) with (1) a summaryof the source(s) of information determined in step 304 and/or hyperlinksto access the aforementioned source(s) of information. The augmentederror message resulting from step 308 is also referred to as thepersonalized error message 120 (see FIG. 1).

In step 310, error message personalization program 104 (see FIG. 1)presents the personalized error message 120 (see FIG. 1) to the user(e.g., initiates a display of the personalized error message 120 (seeFIG. 1) on a screen being viewed by the user).

After step 310 and prior to step 312, error message personalizationprogram 104 (see FIG. 1) receives a selection by the user to access theat least one of the aforementioned source(s) of information based on theuser viewing the personalized error message 120 (see FIG. 1). In step312, error message personalization program 104 (see FIG. 1) accesses theselected source(s) of information.

In step 314, the process of personalizing an error message based on userbehavior ends.

As one example, in step 302, error message personalization program 104(see FIG. 1) monitors a corrective action taken by the user to resolvean error condition. The monitored corrective action includes the useraccessing website XYZ and downloading a document ABC to resolve an errorspecified by the error condition. In this example, step 304 includesdetermining website XYZ and document ABC as sources of information.Furthermore, in this example, step 308 includes augmenting an errormessage with a statement that includes a hyperlink: “Click here to seewhat worked for you the last time you resolved this error condition,”where activating the hyperlink displays a summary of the user's previousbehavior of accessing website XYZ and downloading document ABC, and alsodisplays other hyperlinks that when activated access website XYZ anddownload document ABC.

In one embodiment, the processes of FIGS. 2A-2B and FIG. 3 are combinedso that the personalized error message 120 (see FIG. 1) results fromboth the augmentation of the predetermined error message 112 (seeFIG. 1) with the communication and/or hyperlink in step 212 (see FIG.2B) and the augmentation with the summary of and/or the hyperlink(s) toaccess the source(s) of information in step 308 (see FIG. 3).

In one embodiment, prior to step 310, error message personalizationprogram 104 (see FIG. 1) retrieves information from a user profile forthe user and further augments the predetermined error message in step310 with retrieved information (e.g., the user's name) and/or based onthe retrieved information (e.g., the user's age). The user profile isstored in a data repository such as a database.

In one embodiment, the process of FIG. 3 is performed multiple times fordifferent users, which results in different personalized error messagesbeing generated in step 308 for respective users. For example, in afirst performance of the process of FIG. 3, the monitoring in step 302of the corrective actions taken by User 1 to resolve an error conditionreveals that User 1 accessed website XYZ and downloaded document ABCfrom website XYZ. Furthermore, in a second performance of the process ofFIG. 3, the monitoring in step 302 of the corrective actions taken byUser 2 to resolve the same error condition as the one resolved by User 1reveals that

User 2 has corrected the error condition by visiting an online forumWXY. In this example, step 308 in the first performance of the processof FIG. 3 generates a personalized error message for User 1 thatincludes a summary of User 1 visiting website XYZ to download documentABC to resolve the error condition. Moreover, step 308 in the secondperformance of the process of FIG. 3 in this example generates apersonalized error message for User 2 that is different from thepersonalized error message for User 1, and which includes a summary ofUser 2 visiting the online forum WXY to resolve the error condition.

EXAMPLES

FIG. 4 is an exemplary model 400 used to determine a user's learningstyle in step 209 (see FIG. 2A), in accordance with embodiments of thepresent invention. Error message personalization program 104 (seeFIG. 1) generates model 400 as a Bayesian network that includes alearning style 402 of a user, where the learning style is deduced fromfour critical dichotomous and continuous dimensions: perception 404,input 406, understanding 408 and processing 410. The perception 404dimension indicates the type of information (i.e., sensory or intuitive)that the user preferentially perceives. Sensory information includessights, sounds, and physical sensations. Intuitive information includesideas, insights, and memories. The input 406 dimension indicates themode (i.e., visual or verbal) through which the user most effectivelyreceives information. The understanding 408 dimension indicates how theuser progresses towards understanding—sequentially or globally. Theprocessing 410 dimension indicates how the user prefers to processinformation—actively or reflectively.

Error message personalization program 104 (see FIG. 1) deduces each ofthe four critical dimensions from one or more of the followingattributes of help content 108 (see FIG. 1) that the user utilizes toresolve error conditions associated with software application 106 (seeFIG. 1) or computer 102 (see FIG. 1): learning type 412, learning format414, interactivity level 416, interactivity type 418 and semanticdensity 420. The arrows from the four critical dimensions to theattributes in the bottom row of model 400 indicate the attributes thatare the basis for deducing the critical dimension. For instance, the twoarrows from perception 404 to learning type 412 and learning format 414indicate that the perception 404 dimension is deduced from learning type412 and learning format 414. The attributes 412, 414, 416, 418 and 420are described in more detail above in the discussion of FIGS. 2A-2B.

FIGS. 5A, 5B and 5C are exemplary personalized error messages generatedby the system of FIG. 1, in accordance with embodiments of the presentinvention. Personalized error message 502 in FIG. 5A is an example of anaugmented error message resulting from step 212 (see FIG. 2B) and step308 (see FIG. 3). Personalized error message 502 includes apredetermined error message 504 describing the error “Unable to mountAvatar,” which is augmented by messages 506, 508 and 510. Message 506 isa textual instruction that is compatible with a learning style thatincludes an input dimension that indicates a strong preference forverbal input in the form of written words. Message 510 includes ahyperlink that when selected displays a video that includes spokeninstructions about the error condition. The video which includes spokeninstructions accessed via message 510 is compatible with a learningstyle that includes an input dimension that indicates a strongpreference for verbal input in the form of spoken words. Messages 506and 510 augment error message 504 in step 212 (see FIG. 2B). Message 508includes a hyperlink that when selected displays a summary of thecorrective action(s) taken by the user the last two times the userencountered the same error message of “Unable to mount Avatar.” Message508 augments error message 504 in step 308 (see FIG. 3).

Personalized error message 520 in FIG. 5B is an example of an augmentederror message resulting from step 212 (see FIG. 2B) and step 308 (seeFIG. 3). Personalized error message 520 includes a predetermined errormessage 522 describing the error “Unable to mount Avatar,” which isaugmented by messages 524, 526 and 528. Message 524 is a textualinstruction that is compatible with a learning style that includes aninput dimension that indicates a strong preference for verbal input inthe form of written words. Message 528 includes hyperlinks that whenselected display details of steps to resolve the error condition “Unableto mount Avatar.” The hyperlinks to access the details of the steps iscontent compatible with a learning style that includes an understandingdimension that indicates a strong preference for learning sequentiallywith a focus on details. Messages 524 and 528 augment error message 522in step 212 (see FIG. 2B). Message 526 includes a hyperlink that whenselected displays a summary of the corrective action(s) taken by theuser the last two times the user encountered the same error message of“Unable to mount Avatar.” Message 526 augments error message 522 in step308 (see FIG. 3).

Personalized error message 540 in FIG. 5C is an example of an augmentederror message resulting from step 212 (see FIG. 2B). Personalized errormessage 540 includes a predetermined error message 542 describing theerror “Unable to mount Avatar,” which is augmented by a window 544 thatshows a video tutorial to resolve the error condition. Window 544provides a video with flowcharts and spoken words, which is compatiblewith a learning style that includes an input dimension that indicates amixed preference visual learning and verbal learning. The window thatshows the video tutorial also provides details in a step-by-step manner,which is content compatible with a learning style that includes anunderstanding dimension that indicates a strong preference for learningsequentially with a focus on details. The window 544 augments errormessage 542 in step 212 (see FIG. 2B).

Computer System

FIG. 6 is a block diagram of a computer that is included in the systemof FIG. 1 and that implements at least one of the processes of FIGS.2A-2B and FIG. 3, in accordance with embodiments of the presentinvention. Computer 102 generally includes a central processing unit(CPU) 602, a memory 604, an input/output (I/O) interface 606, and a bus608. Further, computer 102 is coupled to I/O devices 610 and a computerdata storage unit 612. CPU 602 performs computation and controlfunctions of computer 102, including executing instructions included inprogram code 614 for error message personalization program 104 (seeFIG. 1) and program code 616 for error detection tool 110 (see FIG. 1)to perform a method of personalizing error messages, where theinstructions are executed by CPU 602 via memory 604. CPU 602 may includea single processing unit, or be distributed across one or moreprocessing units in one or more locations (e.g., on a client andserver).

Memory 604 includes a known computer-readable storage medium, which isdescribed below. In one embodiment, cache memory elements of memory 604provide temporary storage of at least some program code (e.g., programcode 614) in order to reduce the number of times code must be retrievedfrom bulk storage while instructions of the program code are executed.Moreover, similar to CPU 602, memory 604 may reside at a single physicallocation, including one or more types of data storage, or be distributedacross a plurality of physical systems in various forms. Further, memory604 can include data distributed across, for example, a local areanetwork (LAN) or a wide area network (WAN).

I/O interface 606 includes any system for exchanging information to orfrom an external source. I/O devices 610 include any known type ofexternal device, including a display device (e.g., monitor), keyboard,mouse, printer, speakers, handheld device, facsimile, etc. Bus 608provides a communication link between each of the components in computer102, and may include any type of transmission link, includingelectrical, optical, wireless, etc.

I/O interface 606 also allows computer 102 to store information (e.g.,data or program instructions such as program code 614) on and retrievethe information from computer data storage unit 612 or another computerdata storage unit (not shown). In one embodiment, program code 614 isstored on computer data storage unit 612. Computer data storage unit 612includes a known computer-readable storage medium, which is describedbelow. In one embodiment, computer data storage unit 612 is anon-volatile data storage device, such as a magnetic disk drive (i.e.,hard disk drive) or an optical disc drive (e.g., a CD-ROM drive whichreceives a CD-ROM disk).

Memory 604 and/or storage unit 612 may store computer program code 614that includes instructions that are executed by CPU 602 via memory 604to personalize error messages. Although FIG. 6 depicts memory 604 asincluding program code 614, the present invention contemplatesembodiments in which memory 604 does not include all of code 614simultaneously, but instead at one time includes only a portion of code614.

Further, memory 604 may include other systems not shown in FIG. 6, suchas an operating system (e.g., Linux®) that runs on CPU 602 and providescontrol of various components within and/or connected to computer 102.Linux is a registered trademark of Linus Torvalds in the United States,other countries, or both.

Storage unit 612 and/or one or more other computer data storage units(not shown) that are coupled to computer 102 may store data fromexternal data source(s) 122 (see FIG. 1) and/or data warehouse 126 (seeFIG. 1).

As will be appreciated by one skilled in the art, in a first embodiment,the present invention may be a system; in a second embodiment, thepresent invention may be a method; and in a third embodiment, thepresent invention may be a computer program product. A component of anembodiment of the present invention may take the form of an entirelyhardware-based component, an entirely software component (includingfirmware, resident software, micro-code, etc.) or a component combiningsoftware and hardware sub-components that may all generally be referredto herein as a “module”.

An embodiment of the present invention may take the form of a computerprogram product embodied in one or more computer-readable medium(s)(e.g., memory 604 and/or computer data storage unit 612) havingcomputer-readable program code (e.g., program code 614) embodied orstored thereon.

Any combination of one or more computer-readable mediums (e.g., memory604 and computer data storage unit 612) may be utilized. In oneembodiment, the computer-readable medium is a computer-readable storagemedium. In another embodiment, the computer-readable medium is acomputer-readable signal medium. As used herein, a computer-readablestorage medium is not a computer-readable signal medium.

In one embodiment, the computer-readable storage medium is a physical,tangible computer-readable storage device or physical, tangiblecomputer-readable storage apparatus that stores but does not propagate,and is not a transitory form of signal transmission. A computer-readablestorage medium may include, for example, an electronic, magnetic,optical, electromagnetic, or semiconductor system, apparatus, device orany suitable combination of the foregoing. A non-exhaustive list of morespecific examples of the computer-readable storage medium includes: aportable computer diskette, a hard disk, a random access memory (RAM), aread-only memory (ROM), an erasable programmable read-only memory (EPROMor Flash memory), an optical fiber, a portable compact disc read-onlymemory (CD-ROM), an optical storage device, a magnetic storage device,or any suitable combination of the foregoing. In the context of thisdocument, a computer-readable storage medium is a physical, tangiblestorage medium that can contain or store a program (e.g., program 614)for use by or in connection with a system, apparatus, or device forcarrying out instructions in the program, and which does not propagate.The term “computer-readable storage device” does not include signalpropagation media such as copper cables, optical fibers and wirelesstransmission media.

A computer-readable signal medium may include a propagated data signalwith computer-readable program code embodied therein, for example, inbaseband or as part of a carrier wave. Such a propagated signal may takeany of a variety of forms, including, but not limited to,electromagnetic, optical, or any suitable combination thereof. Acomputer-readable signal medium may be any computer-readable medium thatis not a computer-readable storage medium and that can communicate,propagate, or transport a program for use by or in connection with asystem, apparatus, or device for carrying out instructions.

Program code (e.g., program code 614) embodied on a computer-readablemedium may be transmitted using any appropriate medium, including butnot limited to wireless, wireline, optical fiber cable, radio frequency(RF), etc., or any suitable combination of the foregoing.

Computer program code (e.g., program code 614) for carrying outoperations for aspects of the present invention may be written in anycombination of one or more programming languages, including an objectoriented programming language such as Java®, Smalltalk, C++ or the likeand conventional procedural programming languages, such as the “C”programming language or similar programming languages. Java and allJava-based trademarks are trademarks or registered trademarks of Oracleand/or its affiliates. Instructions of the program code may be carriedout entirely on a user's computer, partly on the user's computer, as astand-alone software package, partly on the user's computer and partlyon a remote computer or entirely on the remote computer or server, wherethe aforementioned user's computer, remote computer and server may be,for example, computer 102 or another computer system (not shown) havingcomponents analogous to the components of computer 102 included in FIG.6. In the latter scenario, the remote computer may be connected to theuser's computer through any type of network (not shown), including a LANor a WAN, or the connection may be made to an external computer (e.g.,through the Internet using an Internet Service Provider).

Aspects of the present invention are described herein with reference toflowchart illustrations (e.g., FIGS. 2A-2B and FIG. 3) and/or blockdiagrams of methods, apparatus (systems) (e.g., FIG. 1 and FIG. 6), andcomputer program products according to embodiments of the invention. Itwill be understood that each block of the flowchart illustrations and/orblock diagrams, and combinations of blocks in the flowchartillustrations and/or block diagrams, can be implemented by computerprogram instructions (e.g., program code 614). These computer programinstructions may be provided to one or more hardware processors (e.g.,CPU 602) of a general purpose computer, special purpose computer, orother programmable data processing apparatus to produce a machine, suchthat the instructions, which are executed via the processor(s) of thecomputer or other programmable data processing apparatus, create meansfor implementing the functions/acts specified in the flowcharts and/orblock diagram block or blocks.

These computer program instructions may also be stored in acomputer-readable medium (e.g., memory 604 or computer data storage unit612) that can direct a computer (e.g., computer 102), other programmabledata processing apparatus, or other devices to function in a particularmanner, such that the instructions (e.g., program 614) stored in thecomputer-readable medium produce an article of manufacture includinginstructions which implement the function/act specified in theflowcharts and/or block diagram block or blocks.

The computer program instructions may also be loaded onto a computer(e.g., computer 102), other programmable data processing apparatus, orother devices to cause a series of operational steps to be performed onthe computer, other programmable apparatus, or other devices to producea computer-implemented process such that the instructions (e.g., program614) which are executed on the computer, other programmable apparatus,or other devices provide processes for implementing the functions/actsspecified in the flowcharts and/or block diagram block or blocks.

Any of the components of an embodiment of the present invention can bedeployed, managed, serviced, etc. by a service provider that offers todeploy or integrate computing infrastructure with respect topersonalizing error messages. Thus, an embodiment of the presentinvention discloses a process for supporting computer infrastructure,where the process includes providing at least one support service for atleast one of integrating, hosting, maintaining and deployingcomputer-readable code (e.g., program code 614) in a computer system(e.g., computer 102) including one or more processors (e.g., CPU 602),wherein the processor(s) carry out instructions contained in the codecausing the computer system to personalize error messages. Anotherembodiment discloses a process for providing at least one supportservice for at least one of creating, integrating, hosting, maintaining,and deploying computer-readable program code 614 in computer 102, whereprogram code 614 is executed by CPU 602 to implement the steps includedin FIGS. 2A-2B and FIG. 3.

The flowcharts in FIGS. 2A-2B and FIG. 3 and the block diagrams in FIG.1 and FIG. 6 illustrate the architecture, functionality, and operationof possible implementations of systems, methods, and computer programproducts according to various embodiments of the present invention. Inthis regard, each block in the flowcharts or block diagrams mayrepresent a module, segment, or portion of code (e.g., program code614), which includes one or more executable instructions forimplementing the specified logical function(s). It should also be notedthat, in some alternative implementations, the functions noted in theblock may occur out of the order noted in the figures. For example, twoblocks shown in succession may, in fact, be performed substantiallyconcurrently, or the blocks may sometimes be performed in reverse order,depending upon the functionality involved. It will also be noted thateach block of the block diagrams and/or flowchart illustrations, andcombinations of blocks in the block diagrams and/or flowchartillustrations, can be implemented by special purpose hardware-basedsystems that perform the specified functions or acts, or combinations ofspecial purpose hardware and computer instructions.

While embodiments of the present invention have been described hereinfor purposes of illustration, many modifications and changes will becomeapparent to those skilled in the art. Accordingly, the appended claimsare intended to encompass all such modifications and changes as fallwithin the true spirit and scope of this invention.

1. A method of personalizing an error message for a user, the methodcomprising the steps of: a computer monitoring one or more correctiveactions performed by the user, the one or more corrective actionscausing an instance of a problem within the computer to be resolved;based on the monitored one or more corrective actions performed by theuser, the computer determining one or more sources of informationaccessed by the user to resolve the instance of the problem; subsequentto the instance of the problem being resolved, the computer detectinganother instance of the problem; in response to the step of detectingthe other instance of the problem, the computer augmenting the errormessage with a summary of the one or more sources of information, one ormore hyperlinks that access the one or more sources of information, or acombination of the summary of the one or more sources of information andthe one or more hyperlinks; and the computer presenting the augmentederror message to the user.
 2. The method of claim 1, further comprisingthe steps of: the computer retrieving information about the user from auser profile of the user, the information about the user including aname of the user; and the computer augmenting the error message with theretrieved information about the user.
 3. The method of claim 1, furthercomprising the steps of: the computer receiving a selection by the userof a hyperlink to access a source of information to resolve the otherinstance of the problem, the source of information included in the oneor more sources of information, wherein the step of augmenting the errormessage includes augmenting the error message with the hyperlink thatwhen selected accesses the source of information; and in response to thestep of receiving the selection of the hyperlink, the computer accessingthe source of information, wherein a result of accessing the source ofinformation is a resolution of the other instance of the problem.
 4. Themethod of claim 1, wherein the step of monitoring the one or morecorrective actions performed by the user includes the computer trackingone or more websites accessed by the user to view the information toresolve the instance of the problem, and wherein the step of augmentingthe error message includes augmenting the error message with a summaryof the one or more websites and/or one or more hyperlinks that accessthe one or more websites.
 5. The method of claim 1, wherein the step ofmonitoring the one or more corrective actions performed by the userincludes the computer tracking one or more online forums visited by theuser to view the information to resolve the instance of the problem, andwherein the step of augmenting the error message includes augmenting theerror message with a summary of the one or more online forums and/or oneor more hyperlinks that access the one or more online forums.
 6. Themethod of claim 1, wherein the step of monitoring the one or morecorrective actions performed by the user includes the computer trackingdocumentation downloaded by the user to view the information to resolvethe instance of the problem, and wherein the step of augmenting theerror message includes augmenting the error message with a summary ofthe documentation downloaded by the user and/or one or more hyperlinksthat access the documentation downloaded by the user.
 7. The method ofclaim 6, wherein the step of tracking the documentation includestracking help manuals downloaded by the user to view the information toresolve the instance of the problem.
 8. The method of claim 1, furthercomprising the step of: providing at least one support service for atleast one of creating, integrating, hosting, maintaining, and deployingcomputer-readable program code in the computer, the program code beingexecuted by a processor of the computer to implement the steps ofmonitoring, determining, detecting, augmenting, and presenting.
 9. Acomputer system comprising: a central processing unit (CPU); a memorycoupled to the CPU; a computer-readable, tangible storage device coupledto the CPU, the storage device containing instructions that are executedby the CPU via the memory to implement a method of personalizing anerror message for a user, the method comprising: the computer systemmonitoring one or more corrective actions performed by the user, the oneor more corrective actions causing an instance of a problem within thecomputer system to be resolved; based on the monitored one or morecorrective actions performed by the user, the computer systemdetermining one or more sources of information accessed by the user toresolve the instance of the problem; subsequent to the instance of theproblem being resolved, the computer system detecting another instanceof the problem; in response to the step of detecting the other instanceof the problem, the computer system augmenting the error message with asummary of the one or more sources of information, one or morehyperlinks that access the one or more sources of information, or acombination of the summary of the one or more sources of information andthe one or more hyperlinks; and the computer system presenting theaugmented error message to the user.
 10. The computer system of claim 9,wherein the method further comprises the steps of: the computer systemretrieving information about the user from a user profile of the user,the information about the user including a name of the user; and thecomputer system augmenting the error message with the retrievedinformation about the user.
 11. The computer system of claim 9, whereinthe method further comprises the steps of: the computer system receivinga selection by the user of a hyperlink to access a source of informationto resolve the other instance of the problem, the source of informationincluded in the one or more sources of information, wherein the step ofaugmenting the error message includes augmenting the error message withthe hyperlink that when selected accesses the source of information; andin response to the step of receiving the selection of the hyperlink, thecomputer system accessing the source of information, wherein a result ofaccessing the source of information is a resolution of the otherinstance of the problem.
 12. The computer system of claim 9, wherein thestep of monitoring the one or more corrective actions performed by theuser includes the computer system tracking one or more websites accessedby the user to view the information to resolve the instance of theproblem, and wherein the step of augmenting the error message includesaugmenting the error message with a summary of the one or more websitesand/or one or more hyperlinks that access the one or more websites. 13.The computer system of claim 9, wherein the step of monitoring the oneor more corrective actions performed by the user includes the computersystem tracking one or more online forums visited by the user to viewthe information to resolve the instance of the problem, and wherein thestep of augmenting the error message includes augmenting the errormessage with a summary of the one or more online forums and/or one ormore hyperlinks that access the one or more online forums.
 14. Thecomputer system of claim 9, wherein the step of monitoring the one ormore corrective actions performed by the user includes the computersystem tracking documentation downloaded by the user to view theinformation to resolve the instance of the problem, and wherein the stepof augmenting the error message includes augmenting the error messagewith a summary of the documentation downloaded by the user and/or one ormore hyperlinks that access the documentation downloaded by the user.15. A computer program product, comprising: a computer-readable,tangible storage device; and a computer-readable program code stored inthe computer-readable, tangible storage device, the computer-readableprogram code containing instructions that are executed by a centralprocessing unit (CPU) of a computer system to implement a method ofpersonalizing an error message for a user, the method comprising: thecomputer system monitoring one or more corrective actions performed bythe user, the one or more corrective actions causing an instance of aproblem within the computer system to be resolved; based on themonitored one or more corrective actions performed by the user, thecomputer system determining one or more sources of information accessedby the user to resolve the instance of the problem; subsequent to theinstance of the problem being resolved, the computer system detectinganother instance of the problem; in response to the step of detectingthe other instance of the problem, the computer system augmenting theerror message with a summary of the one or more sources of information,one or more hyperlinks that access the one or more sources ofinformation, or a combination of the summary of the one or more sourcesof information and the one or more hyperlinks; and the computer systempresenting the augmented error message to the user.
 16. The programproduct of claim 15, wherein the method further comprises the steps of:the computer system retrieving information about the user from a userprofile of the user, the information about the user including a name ofthe user; and the computer system augmenting the error message with theretrieved information about the user.
 17. The program product of claim15, wherein the method further comprises the steps of: the computersystem receiving a selection by the user of a hyperlink to access asource of information to resolve the other instance of the problem, thesource of information included in the one or more sources ofinformation, wherein the step of augmenting the error message includesaugmenting the error message with the hyperlink that when selectedaccesses the source of information; and in response to the step ofreceiving the selection of the hyperlink, the computer system accessingthe source of information, wherein a result of accessing the source ofinformation is a resolution of the other instance of the problem. 18.The program product of claim 15, wherein the step of monitoring the oneor more corrective actions performed by the user includes the computersystem tracking one or more websites accessed by the user to view theinformation to resolve the instance of the problem, and wherein the stepof augmenting the error message includes augmenting the error messagewith a summary of the one or more websites and/or one or more hyperlinksthat access the one or more websites.
 19. The program product of claim15, wherein the step of monitoring the one or more corrective actionsperformed by the user includes the computer system tracking one or moreonline forums visited by the user to view the information to resolve theinstance of the problem, and wherein the step of augmenting the errormessage includes augmenting the error message with a summary of the oneor more online forums and/or one or more hyperlinks that access the oneor more online forums.
 20. The program product of claim 15, wherein thestep of monitoring the one or more corrective actions performed by theuser includes the computer system tracking documentation downloaded bythe user to view the information to resolve the instance of the problem,and wherein the step of augmenting the error message includes augmentingthe error message with a summary of the documentation downloaded by theuser and/or one or more hyperlinks that access the documentationdownloaded by the user.